Helpdesk Technician

Job description

Position Description:

The IT helpdesk technician's role is to provide first line support to members seeking assistance with IT related issues and requests. The successful candidate will provide exceptional customer service, be well mannered, and should be able to work well both independently and in teams to solve challenging IT support issues.

Your future duties and responsibilities:

• Provide timely and effective email/phone/remote technical support to members seeking assistance
• Assist users in identifying and resolving OS and application related problems.
• Consistently and accurately track, update, and close assigned support requests using IT’s call-tracking software.
• Install and configure level 2 software applications for new user PCs using the established standards and procedural documentation.
• Perform other duties as assigned by the Help Desk Supervisor and other IT Operations Management in support of the customer.

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Desired profile

Required qualifications to be successful in this role:

• A minimum of 3 years (5+ preferred) in an IT support position (technical help desk/support center, end-user training, etc.) with at least 2 years in a formal help desk organization.
• Excellent listening and troubleshooting skills.
• Excellent oral and written communication skills.
• Must possess a clear and articulate speaking voice and have excellent hearing, as the majority of support work will be done over the phone.
• A commitment to consistently providing superior customer service.
• Ability to multi-task and prioritize work in an organized and efficient manner with minimal supervision.
• Proficiency using and supporting Microsoft Office products, as well as Microsoft Outlook.
• Ability to work successfully in a team environment.
• Flexibility to work overtime and on weekends in support of special projects and rollouts.
• Willingness to travel as much as 10% of the time in support of rollouts and other projects at various CGI Federal sites.

Desired
• A+, MCITP, and/or MOS certifications (1 or more required).
• Experience using SCCM for remote machine administration and software deployment
• Four-year college degree preferred, HS Required.